Customer Consultant - Inbound

Job Summary

This is a position in Meter to Bill. The overall purpose of the Customer Consultant – Inbound (Meter to Bill Assignment)is to analyze and ensure timely and accurate processing of all accounts, including billing and field dispatching. This position is responsible for daily dispatching of work orders to field staff, RSS order processing, and processing various reports.  This position also includes processing of billing work items, referrals, reports, and escalated billing requests. Both the dispatching and billing tasks include responding to billing or field related questions/inquiries/requests through various avenues. This position is responsible for communicating with customers through various channels. This position may need to respond to emergency field orders and/or calls, dispatch and monitor metering and credit field processes/orders, and monitor reports and take appropriate action. It is responsible for providing timely field support through various avenues of communication, which requires substantial multi-tasking.

Job Responsibilities

• Investigate, analyze, and ensure timely and accurate processing of all billing exceptions and field dispatching using various systems.
• Dispatch to field staff construction, appointment, fillerwork, and other miscellaneous electric metering orders.
• Monitor and resolve exceptions on the Remote Service Switch action report.
• Review various system exceptions, reports, and work items to implement correct action for various commodities.
• Respond to, or initiate billing, field, or customer related questions/inquiries/requests.              
• Conduct test billing and/or support system testing. 
• Respond to employee, customer or field inquiries through various communication channels.
• Work and communicate effectively in a cross-functional team environment.
• Work through all avenues to communicate with customers or employees.  Answer inquires and provide information/guidance, redirect to appropriate personnel if necessary.  
• May need to assist irate customers by asking customer service-related questions to determine possible causes for dissatisfaction.
• Offer payment arrangements due to irregular billing.
• Determine appropriate budget amount by analyzing customer usage.
• Adjust estimate factor and re-bill if necessary.
• Report emergency or outage information to the appropriate service department.
• Respond to customer inquiries and provide appropriate safety information.
• Participate in committees – participate in team meetings and continuous quality teams; participate on committees for company and community-based projects; provide information, feedback, and input to improve and test call guides and standard models.
• Act as a personal mentor as needed.
• Adhere to and support all corporate safety and customer satisfaction initiatives. 
• Assist with Special Projects as needed.  Provide backup to all team members and provide timely input/answers to our internal/external business partners.
• Dispatch and monitor field processes, reports, or orders. 
• Support dispatching duties and ensure appointments are completed on time.
• Be available for emergency/storm call-in.
• Additional miscellaneous duties as assigned.

Union Specific Notes: 

During each respective contract year, effective December 18, 2023, through August 15, 2026, up to eight (8) part-time CC or TC employees (currently on pay scale 519 or 521) who accept full-time postings for CC, CC-Bilingual, TC, and EIP Specialist positions will remain on their current wage schedule (for a total of sixteen (16) individuals); all others would convert to the new wage schedule.

Testing Requirements

Selection System for Customer Service (SACS):  This test is a multitasking simulation that places the candidate in a realistic environment and directly measures the candidate’s ability to switch among job-related tasks, while maintaining the quality and accuracy critical in customer service positions. This simulation measures 10 competencies that predict success across customer service role. 

Customer Care Center Structured Interview (CARECTR): Competencies include Building Customer Loyalty, Applied Learning, Decision Making, Adaptability, Engagement Readiness, Work Standards, and Communication Skills.